Customer Care

You can manage your subscription details, including updating personal information and payment methods, through your user account on the Wuva website. You are also able to cancel your subscription in your account. Please contact our Live Chat function for any account specific help or questions.

Log into your account on the Wuva website, and you can update your contact details and payment information in the account settings section.

Wuva is a marketplace for renting bikes, prams and anything to get your family moving. Our goal is to offer convenient, sustainable, and affordable transportation options for people in urban and suburban areas.

Wuva currently offers the rental of kids bikes, prams, scooters, escooters, ebikes and adult bikes. We know families change in size and needs, so want to make those changes as easy as possible, seamlessly adapting to children’s growth while reducing a family's financial burden and environmental impact.

We are here to facilitate the convenient and flexible use of our vehicles by Wuva members with the following benefits:

1. Sustainability: No more bikes left in the shed! Use our vehicles only for period you require them afterwhich we refurbish each vehicle and send out to a new member.

2. Cost Effective: Why spend vast amounts upfront for only a limited period of use. With Wuva you pay for functionality monthly only whilst you need it.

3. Safety & Reliability: Most micro mobility vehicles are not legally subject to regular testing which increases the chances of an incident. Wuva offers free regular servicing.

Wuva offers monthly subscriptions for a range of vehicles including prams, kids bikes, ebikes, escooters, scooters and pedal bikes. We also provide maintenance, repair services, and customer support to ensure a seamless user experience. Check out our FAQs in maintenance and repair for more information.

Wuva currently deliveres to all Scotland and England mainland.

• You can sign up through our website by selecting your prefered product, subscription period or rolling contract. 
• Then you will be asked to reply with a photo ID so we can verify you're over the age of 21 and a UK resident.

To join Wuva, you will need to provide your full name, address, contact information, a valid payment method, and agree to our terms and conditions.

Shortly after you sign up for a Wuva subscription, you will be asked to send a photo of your ID to verify you are over the age of 21 and a UK resident. 

At the same time you will be send a Docusign email containing your Rental Agreement. Once you return the signed rental agreement (all done nice and quickly electronically), we will post your Wuva subscription!

Yes, you must be at least 21 years old to subscribe to Wuva and legally eligible to enter into contractual agreements.

We are supporting the new era of sustainable micro-mobility. You can use our vehicles on a fully flexible basis. After you are done with them, we will collect them, refurb the vehicle and send it out to a new member. No more bikes left in the shed!

We do not currently provide insurance to our members for:

1. Wuva Vehicles; or

2. Personal Liability; or

3. Personal Accident Cover.

This is something we are working on and we will hopefully have an offering soon.

In the meantime we offer Basic or Enhanced Protection on all our vehicles which limit the charges members pay for theft, loss or damage. Full details of maximum charges are included here.

Wuva offers various subscription plans tailored to different user needs, we offer a rolling monthly contract or fixed term contracts of 6, 12 and 24 months, our fixed term contracts are discounted based on the length you choose to subscribe to Wuva.

Our current product offering covers prams, scooters, kids bikes, excooters, ebikes and adult pedal bikes. We are slowly adding to our product range if you have any extra requirments of product ideas, we'd love to hear from you! 

Email hello@wuva.com or message our Live Chat!

A Wuva subscription gives you use of a vehicle and free upgrades. We know bumps, falls and accidents will happen, so your Wuva subscription covers maintenance and repair! 

Check our terms and conditions for more information on the repair and maintenance services we provide.

We want to make family mobility better for your wallet and the planet.

Yes, certain restrictions apply regarding where and how the vehicles can be used, which are detailed in our terms and conditions to ensure safety and compliance with local laws, such as escooter usage is only permitted on private land with the owners permission.

You can cancel your subscription at any time through your online account or by contacting customer service. Please note that terms regarding notice periods and any applicable fees are detailed in your rental agreement.

Understanding the Early Termination Fee:

1. When Does This Apply?

   • You may choose to terminate your Rental Agreement early in accordance with clause 2.4 of your contract.
   • Early termination is subject to the payment of an Early Exit Fee, as specified in clause 12.1.3 of your Rental Agreement.

2. How is the Early Exit Fee Calculated?

   • The Early Exit Fee is calculated by multiplying the value of the Monthly Discount provided in your Rental Agreement by the number of complete months remaining until the end of the Minimum Rental Period. This fee is capped at a maximum of six months.

3. Circumstances for Automatic Termination:

   • The Rental Agreement will automatically terminate if the vehicle is, in Wuva's reasonable opinion, damaged beyond repair, or is lost, stolen, seized, or confiscated.
   • If you inform Wuva that the vehicle has been lost, stolen, seized, or confiscated, the agreement will also terminate automatically.

4. Financial Obligations Upon Termination:

   • Upon early termination, besides the Early Exit Fee, you are required to pay all rental payments and other sums due up to the date of termination.
   • If the vehicle is not returned in good repair, you will also be responsible for paying an amount calculated based on the type of vehicle and the extent of the damage or loss. This is based on Wuva’s table of values which can be found on their website or as provided in your agreement.

5. Notification of Termination:

   • To terminate your agreement early, notify Wuva in writing or via email as specified in your agreement, adhering to the notice period required.

Wuva aims to make all terms related to the termination and any associated fees as clear and transparent as possible, adhering to contractual agreements and regulatory standards.

Yes you can, but you can't pause your subscription through your account page, please get in touch with a Wuva team memeber through our Live Chat and we will help you pause your subscription. We will collect your Wuva product, and redeliver on the agreed restart date, this is subject to a redelivery cost, please message the team for further information.

To return your Wuva vehicle, you need to contact our team to arrange a pickup. Once your subscription is cancelled, we will schedule the collection of the vehicle within 7 days. We will inform you of the collection date shortly after you contact us to arrange the pickup.

Subscription fees are charged on a monthly basis via direct debit, beginning from the date you sign up and recurring on the same date each month.

Payments are automatically taken from your registered payment method on the due date each month.

Yes, a refundable security deposit is required when you sign up for a Wuva subscription. The amount and terms of the deposit are detailed in the subscription agreement.

Yes, in rare cases there are scenarios detailed in the rental agreement where extra charges may apply:

1. Early Termination Fee: If you choose to terminate your rental agreement early and before the end of the Minimum Rental Period specified in your agreement, you are subject to an Early Exit Fee. This fee is calculated by multiplying the value of the Monthly Discount stated in your Rental Agreement by the number of complete months remaining before the end of the Minimum Rental Period, up to a maximum of six months (Clause 12.1.3).

2. Damage or Loss Charges: If the rented vehicle is damaged beyond normal wear and tear, lost, or stolen, you will be charged based on the type and extent of the damage or the cost of replacement. These charges are detailed under different headings such as ‘damage not in the course of normal use’ and ‘Loss/Theft’, and the specific amounts depend on the type of vehicle (as detailed in a table of values that Wuva may update from time to time  below).

3. Unpaid Dues: If the rental agreement is terminated due to non-payment or other breaches, you are responsible for paying all Rental Payments and other sums that are due but unpaid at the date of such demand. This includes any reasonable costs associated with recovering the vehicle or collecting any sums due under the rental agreement (Clause 11.2, 11.3).

4. Additional Recovery Costs: If the rental agreement is terminated due to your failure to return the vehicle or in cases where the vehicle has been reported as lost, stolen, seized, or confiscated, you may be liable for additional costs involved in recovering the vehicle. This also includes costs related to legal actions or the use of recovery agencies if necessary (Clauses regarding termination and recovery).

These extra charges are designed to compensate Wuva for financial losses or additional expenses incurred due to early termination, damage, loss, or breach of contract terms. Always refer to the specific clauses of your rental agreement for detailed information on how these charges are calculated and applied.

Damage, Loss and Theft charges:

• eBike: Up to £250
• Pedal Bikes: Up to £100
• Push Scooter: Up to £100
• eScooters: Up to £100
• Lock: Up to £50

Each subscription is for one product, if you buy and adult bike, we advise you buy a bike lock. If you get in touch with the Wuva team, we can send you more information on the best locks to buy.

Regular maintenance checks are recommended, and you should follow the care instructions provided with your equipment. Additionally, if there is any damage to the bike please get in touch with our Live Chat to see how we can get the bike ridable again!

For anything specific we recommend typing in the issue, followed by the brand into YouTube, as there is often brilliant guided videos on setup, troubleshooting and maintenance provided by the brands.

We don't currently sell helmets and locks with our subscriptions, but are happy to assist in suppling you with the best brand recommendations, we'll soon add them to our website!

Deliveries can be scheduled at your convenience through customer service, either by Live Chat or hello@wuva.com. Wuva will confirm the delivery date and time window in advance.

Yes, Wuva offers flexible delivery options, including delivery to work or other convenient locations, as specified during your subscription setup.

Delivery of your Wuva subsciption is free!

Once a purchase is made, Wuva will contact you to arrange a delivery date and if that changes we will be in contact with you immediately.

The delivery depends on the lead time. You can see the lead time on the product page, for example, it might be a 7-day lead time. This means the delivery would take approximately 7-days. However this is an indicator, there is a possibility that we can get your vehicle sooner, and on the very rare occasion, it might take a day or two longer.

We currently deliver to all England and Scotland mainland.

You can schedule a vehicle collection by contacting customer service through Live Chat or emailing hello@wuva.com

If you miss your scheduled collection, contact Wuva customer service as soon as possible to reschedule. Additional charges may apply for rescheduling.

Yes, Wuva can collect the vehicle from a different address. Please notify customer service in advance so this can be arranged.

For vehicles or equipment that becomes or is faulty, Wuva will make reasonable endeavours to repair the fault within 72 hours or to provide a replacement vehicle where this is not possible.

Wuva will collect and return vehicles or equipment from a member in order to make relevant repairs.

Please contact our live chat or email with more information on the issue with your vehicle and your Wuva membership number.

If requried, Wuva will collect and return vehicles or equipment from a member in order to make relevant repairs.

You can book servicing or repair appointments through your online by contacting customer service. Wuva will find a partner shop to perform the service or repair and reimburse you where appropriate. Please contact the Wuva team before you take your bike to a repair shop as not all damage is covered in your rental agreement.

Contact us through Live Chat or hello@wuva.com

Below is a link to Woom maintenance and fitting videos, this covers:

1. How to adjust the brakes
2. How to tighten the headset
3. How to remove and install the chainguard
4. How to fit the bike to your child
5. Bike check in 5 steps
6. Setting up the gears
7. Getting a bike helment on properly and safely
8. Adjusting disc brakes
9. Changing an inner tube
10. Cleaning your bike

The videos are pretty standard for most kids bikes but we recommend typing in your brand plus the fix or problem you require into YouTube as most brands have great How To videos.

https://woom.com/en_INT/maintenance-and-fitting-videos

Please make no alterations, repairs or changes to Wuva vehicles or equipment without first getting written agreement by Wuva.

If your Wuva vehicle is lost or stolen, you should immediately report to the police and obtain a crime reference number. Once you have the CRN contact hello@wuva.co.uk or message us on our live chat.

Wuva will take the necessary steps to locate the vehicle, but if it is not recovered, you may be responsible for paying the charge for the lost or stolen vehicle as specified in the Wuva charges policy.

Charge for Lost, Stolen, or Destroyed Vehicle

Pedal Bike - £200.00

Electric Bike - £750.00

Electric Scooter - £200.00

Scooter - £50.00

As a personal transport rental service, we take the issue of lost or stolen vehicles or equipment very seriously. In the event that a vehicle or equipment is lost or stolen, the renter will be responsible for covering the following replacement costs.

We highly recommend that renters take proper precautions to ensure that vehicles and equipment are not lost or stolen. This includes taking care to secure the vehicle or equipment when it is not in use and reporting any suspicious activity to our team immediately.

If your vehicle sustains damage, report the incident to Wuva contact customer service immediately, either by email hello@wuva.com or Live Chat. Wuva will assess the damage and arrange for repair or replacement based on the severity.

Damage fees vary depending on the extent of the damage and are outlined in your subscription agreement. Wuva aims to be fair and transparent about any charges.

Damage can be reported via Live Chat or through email to hello@wuva.com. Repair options include on-site repairs, service center appointments, or replacement, depending on the damage.

The full Terms & Conditions of your rental agreement can be accessed on the Wuva website or provided upon request from customer service.

On our website they are located in the bottom banner under rental agreement. When you signed up to a Wuva subscription you will have been sent a signed copy, this can also be provided upon request as mentioned above.

The rental agreement outlines your obligations and rights as a subscriber, including payment terms, vehicle usage restrictions, maintenance responsibilities, and the conditions under which you or Wuva can terminate the agreement. Key clauses include payment obligations, early termination fees, and the procedures for handling lost or stolen vehicles.

Any modifications to the terms of the rental agreement must be made in writing and signed by both parties. Wuva will communicate any changes formally and obtain your agreement before they take effect.

You have the right to use the rented vehicle as stipulated in the agreement, the right to fair treatment as a consumer under local consumer law, and the right to terminate the agreement under specific conditions. Wuva is required to provide vehicles in good working condition and to respect your rights as outlined in the Consumer Rights Act 2015.

You are responsible for using the vehicle within the guidelines set by Wuva, ensuring timely payments, keeping the vehicle in good condition, and reporting any issues or damages immediately. You must also adhere to all local traffic laws and regulations.